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Ideas portal FAQ

Find, vote on and share ideas for Freshworks products. Here is how it works and what happens next.

1. Idea stages and what they mean

Every idea has a status. It shows where the idea is today.

How does an idea move from submitted to delivered?
  1. Submitted
  2. Under review
  3. Planned
  4. In development
  5. Delivered

Not every idea makes it to the end. Some stay open for votes as Future consideration. Others are Closed.

You get an email each time the status of an idea you posted, voted on or subscribed to changes.

What does each status mean?
Submitted
We received the idea. It is open for votes and comments.
Under review
Product is looking at the idea.
Planned
The idea is on the roadmap. We have not started building it yet.
In development
Our teams are building it. We expect to release it within 12 months.
Delivered
The idea is live in the product.
Future consideration
We are not planning it now, but it stays open. Votes help us see if demand grows.
Closed
We are not taking this idea forward. See "Why was my idea closed?" below.
Does Planned mean a release date?

No. Planned means the idea is on the roadmap. Timing can change as priorities change. We update the status when work starts and when the idea ships.

2. The basics: from your idea to our answer

Six questions most people ask before they post.

What is an idea?

An idea is a request for a feature or improvement that is not in the product today.

Something broken? That is a bug. Please contact Support so they can help you.

Should I search before I post?

Yes. If a similar idea exists, vote and comment on it instead of adding a new one. Duplicate ideas split the votes, so no single idea shows how many people want it.

How do I submit an idea?
  1. Search. Choose Submit an idea and type a title. Similar ideas appear. Vote on one if it matches.
  2. Describe. Tell us the task you are trying to do and what gets in your way today.
  3. Add context. Pick the product area and tell us how much this affects your team. Add a screenshot if it helps.
  4. Submit. Your idea shows as Submitted.
How will I hear back?

You get an email when the status of your idea changes. To follow an idea you did not post, subscribe to it.

Why was my idea closed?

An idea can be closed for one of these reasons:

  • Merged. A similar idea exists. Your votes move to it.
  • Bug. It is something to fix, not a new request. Contact Support for help.
  • Retired. It no longer fits the product.
  • Already available. The product can do this today.
  • Not planned. We have no plans to build it.

Closed ideas stay searchable, so you can still read the comments.

3. Find ideas and share your thoughts

The quickest way to make an impact is to back an idea that already exists.

How do I find an existing idea?
  • Use the search bar on the Ideas page. Try two or three keywords.
  • Filter by product, so you only see ideas for the product you use.
  • Filter by status to see what is Planned or In development.
  • Sort by votes to see the most requested ideas first.
How do I vote on an idea?

Open the idea and select the vote button. Voting shows us which ideas matter to you. You need to be signed in to vote.

How do I add a comment?

Open the idea and add your comment. The most useful comments say:

  • What you are trying to do.
  • What stops you today.
  • How you work around it, if you do.

"I agree" helps less than a short example from your own work.

How do I follow an idea?

Select Subscribe on the idea. You get an email when the status changes or when someone replies.

I could not find my idea. What now?

Submit a new one. Use a clear title and describe the problem, not only the solution. Then we can see what you need, even if there is more than one way to solve it.

Have a bug or a question about how a feature works? Contact Support instead.

Ideas Status Pipeline

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8948 Ideas

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Apprentice
victoria.coxApprentice

Syncing Freshservice with ADClosed

It would be really handy to sync Freshservice with AD so that we don't have to worry about adding/deleting users/requesters. 

0
Apprentice
10 years ago
Apprentice
cmahlbergApprentice

FreshService API-Closed

Hi can someone give me an example as to how to connect to freshservice.  I am writing my own api connection since there isn't one for connecting to podio.  I have created the webhook for podio already, but I am unsure as to how to connect using the username, pw or key.  I am using mvc, can someone help or give an example?

0
Apprentice
10 years ago
Contributor
chrishContributor

Hide empty Solutions categories and foldersClosed

Is it possible to hide Solutions folders if they are empty? And also categories if all their folders are empty?

6
10 years ago
Contributor
jyensenContributor

FreshDesk Phone app in FreshserviceClosed

Hi,We are transitioning from freshdesk to freshservice. Sort of in limbo until you guys get some of the integrations we use working in freshservice. Mainly Quickbooks integrations but we also use the phone app for calls in FreshDesk. I am wondering if you plan on making that a feature in freshservice and what sort of time line we are looking at for it to be available?

0
Contributor
10 years ago
Contributor
rafael.cintraaContributor

Vinculate Ticket Custom Fields and Pré-Chat Form Fields with Costumer Custom FieldsClosed

Here in our Corp we really need a way to link Custom Ticket Fields and Custom Pre-Chat Fields with Custom Client Fields. Some examples of our needs are:1. A customer wants to create a new ticket. He must select a ticket in the field of customized product which he wishes to support, but the figures presented to it should be just the values ​​of the products it consumes, as registered in your profile. 2. A customer is consumer 3 of our 10 products. He wants to contact us by LiveChat and select on a combolist one of three products that it is the consumer. At this time, only the products he consumes must be submitted . To do this, the Freshdesk need to know which products were vincluados him in your client record. Closing the chat the value of the product field should be assigned to the custom field of ticket properties.

0
Contributor
10 years ago
Apprentice
support_11182Apprentice

ContinuumClosed

Hi I use Continuum as my managed service platform. They said they are willing to work with Freshservice to provide integration with their ticketing platform so it can integrate into Freshservice. They gave me the contact information for their person to start the conversation and get the ball rolling. I could definitely use this integration and I know others can to because I tried setting up Autotask and it sucked and found Freshservice (already had a Freshdesk account) and it's just so easy to use and all I need. I know other small I.T. Shops who use Continuum as their managed service platform would be interested. Thsnks

1
10 years ago
Apprentice
david.bellApprentice

Facebook In-SyncClosed

I am preparing to upgrade my Freshdesk to one of the plans with greater features.I am intrigued by the Facebook In-Sync feature, but really don't want to upgrade to this plan for anything else.  So this feature would need to really be worth it for me to pay the extra bucks.Can anyone point me in the direction of some more info, or even better to a Facebook page that features this so I can have proper look at it?  The sales page on the main freshdesk site really doesn't offer much explanation.

1
10 years ago
Apprentice
eloiselApprentice

Merge Tickets functionalityClosed

It would be great if we could change what the default note is for ALL tickets being merged (rather than amend what the note is for one individual merged ticket) - so that the 'default' is something we have selected. I also would like to be able to change the settings so (e.g.) it does not insert a note to the primary ticket by default.These kinds of options for merging tickets (and what the default is) would be great, through the Admin section of our Freshdesk portal. 

1
10 years ago
Contributor
robert_10616Contributor

Email Notifications - Include AttachmentsClosed

It would be great if the attachments sent as part of a ticket were a placeholder and could be sent as part of the Agent Notification - Ticket assigned to Group & Ticket assigned to Agent notifications rather than individual links. I realise this would increase the server load but maybe an option is to zip all the attachments and only send one file?The alternative is to have a placeholder which links to a zip of all the attachments (like the Red text I have added below) as presently the Group notification lists each individually attachment and its urlTicket attachments : 1. logo.png2. Label Maker.pdf3. Report.pdf4. cam.stl5. 433_24_010_1.top Download all attachments

1
10 years ago
Apprentice
comettiApprentice

How can i help to translate?Closed

Hi,I wonder how can I become a translator for the Brazilian Portuguesel? There are many things in English especially in the customer portal...Thanks

3
10 years ago
Contributor
jrodierContributor

Send reminder to agentClosed

We really like to get as much out of this portal as humanly possible! I was thinking that it might be a nice feature to have if you could go in and click a "Send Reminder" button for a ticket/problem/change/release. Maybe this action could trigger a quick email to the Agent who owns the ticket saying something along the lines of, "*Person* has requested you review this ticket; click here to see it *link to ticket.*"This would allow for our employees that review tickets to go through and quickly get someone's attention about a ticket without having to go in and take the time to add a note. Really just for convenience's sake.Thanks!!

0
Contributor
10 years ago
Apprentice
giles.westwoodApprentice

Authentication for support widgetsClosed

The knowledge base only returns public articles so isn't much use as our articles are locked down to companies who have specific products. If the widget was able to authenticate as a specific customer and get those permissions in the knowledge base then then right articles would be displayed.

1
10 years ago
Contributor
rafael.cintraaContributor

Desktop Notification in Live Chat for CustomersClosed

There will be great if there was a Desktop Notification in Live Chat for Customers.We have many customers who come to use skype after contact with Live Chat. They think the chat through the freshchat is very slow.

1
10 years ago
Apprentice
rajandranApprentice

Multiple Product - Login RestrictionClosed

Is it possible to allow user registration in one product and invitation based request in another product?It looks like common login access for multiple products. Is there a way we can achieve invitation based user access only for a particular product? It is mandatory to differentiate free customers and premium customers.Do let me know if there is a solution. Else consider this as a feature request!

2
10 years ago
Contributor
liz.aitkenContributor

Easily insert email addresses belonging to contacts into responsesClosed

Occasionally we need to refer people who contact us to other people within their organisation, where we're not able to help directly.If I want to write "Please contact bob.smith@freshdesk.com who will be able to help you." I first need to go and find Bob's user account and then copy and paste the email address from there. (Note Bob is NOT the user who raised the ticket with us).It would be really useful to have a new "Insert" option, "Insert Contact email address" so that I don't have to come away from my response to do this.

0
Contributor
10 years ago
Apprentice
dvirApprentice

Tickets in CalendarClosed

View tickets in Calendar

0
Apprentice
10 years ago
Apprentice
bliagreApprentice

Possibility to select the source of the Ticket when creating it ?Closed

Hi All,At the moment, our Freshdesk assumes automatically that a ticket comes from Phone call for example when we create it manually.Is there a way to add a field when creating a ticket to select the source of the request (Phone / Email / floor walking etc) ?Thanks in advanceBaptiste

2
10 years ago
Apprentice
dvirApprentice

Drag-n-Drop Calendar ObjectsClosed

It would be awesome to enable this feature:

0
Apprentice
10 years ago
Apprentice
dvirApprentice

Microsoft Office Serial ScanningClosed

Hello,It would be awesome to get data in CMDB like office and windows serials.

0
Apprentice
10 years ago
Apprentice
einar.hallssonApprentice

Test Dispatch'r and Supervisor rules against ticketsClosed

 Issue to be solvedWhen building conditional ticket rules there is no way to test if the tickets you want to qualify for the rule truly do so. Proposed SolutionI suggest therefore making possible to choose already created ticket to test rules with. This feature would then indicate if ticket qualifies for the condition in a rule. Furthermore if rule has multiple conditions then indicate for each condition if a ticket qualifies or not for the given condition.

0
Apprentice
10 years ago
Apprentice
laurence.hendy_13466Apprentice

Dependent fieldsClosed

Can a feature by added as is already on Freshdesk, where a field can be shown if a dependent field is selected i.e. if the user selects Order from a drop down list, a field for the order number to be entered is shown and is required to be completed by the requestor

0
Apprentice
10 years ago
Apprentice
nortonlApprentice

Public URL's sent to customer are too long for public ticketsClosed

Hi I was initially worried that public tickets would have the ticket id attached and some spammer could sequence thru all public tickets to steal emails and other sensitive information. I was glad to see that public emails had a hash key attached to stop anybody from trying this.  However this hexadecimal hash key is 64 characters long and creates long url's and look rather spam like, not to mention that it may break into multiple lines in some browsers. I realize that there is a need for security but a 64 bit key will produce over 1x10^77 combinations, which is extreme overkill.  How can I have the hash key restricted to something more reasonable, like 16 digits.  This will still provide extremely good security without looking spamlike or having the URL broken across lines.

1
10 years ago
Apprentice
dvirApprentice

Personal Agent DashboardClosed

Hello,It would be great to have tickets, changes ,problems etc, that are assigned to agent - in one screen, like the correct dashboard.the current dashboard is a lacking that feature, it this can really boost the system to move forward! Hope to see upcoming implementation on the roadmap!

0
Apprentice
10 years ago
Apprentice
eric.heckathorneApprentice

Freshdesk iOS App - Repeat AlertsClosed

It would be nice to have a setting in the Freshdesk app to allow repeated alerts. This will allow a tech who is on call in the middle of the night to hear the alerts. Also the ability to change the tone would be nice.

1
10 years ago
Apprentice
paul.omeniApprentice

diplomer in business & enterprise skillsClosed

to study the above mentioned course

0
Apprentice
10 years ago
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This ideas board reflects customer feedback and our current thinking, and is provided for informational purposes only. Roadmap decisions, including AI-related capabilities, are influenced by many inputs beyond customer votes, such as technical feasibility, security, compliance, and market conditions. They are subject to change without notice. Idea status labels (such as “Under Review” or “Planned”) do not constitute a commitment, promise, or legal obligation to deliver any feature, functionality, or timeline, and are not part of any agreement with Freshworks. Development and release of any product or feature remain at Freshworks’ sole discretion.

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